Summer Internship Report

On
THE EFFICIENCY AND SATISFACTION OF THE
CUSTOMER SERVICE IN THE WATER PURIFICATION
DIVISION OF HINDUSTAN UNILEVER LIMITED
By

Chirag Maheshwari
A0102209051
MBA Class of 2011
Under the Supervision of

Ms. Smrita Sinha

Sr. Lecturer
Department of Business Communication
In Partial Fulfillment of Award of Master of Business Administration

AMITY BUSINESS SCHOOL

AMITY UNIVERSITY UTTAR PRADESH
SECTOR 125, NOIDA - 201303, UTTAR PRADESH, INDIA
2010
CONTENTS
Declaration

Certificate from industry guide

Certificate from faculty guide
Acknowledgement

S.No.

Chapter Name

Page No.

1
1.1
1.2
1.3

Introduction
Company profile
Introduction to Pureit
Introduction to the Project

5
9
14

2
2.1
2.2
2.3
2.4
2.5
2.6
2.6

Research Methodology and data collection

Problem statement
Research objectives
Research design
Questionnaire
Sampling plan
Data analysis technique
Hypothesis

17
17
17
17
17
18
18

3
3.1
3.2
3.3
3.4

Data Interpretation & Analysis

Descriptive analysis
Chi-square test
T-test (one sample)
Correlation

19
33
36
38

Problems

43

Suggestions

45

References

47

Annexure

48

[2]

AMITY UNIVERSITY UTTAR PRADESH

AMITY BUSINESS SCHOOL

DECLARATION

I, Chirag Maheshwari student of Masters of Business Administration from Amity Business

School, Amity University Uttar Pradesh hereby declare that I have completed Summer Internship
on
THE EFFICIENCY AND SATISFACTION OF THE CUSTOMER SERVICE IN THE
WATER PURIFICATION DIVISION OF HINDUSTAN UNILEVER LIMITED
as part of the course requirement .

I further declare that the information presented in this project is true and original to the best of my
knowledge.

Date: 28/06/10

Chirag Maheshwari
Enroll. No: A0102209051

Place: Noida

MBA Class of 2011

[3]

AMITY UNIVERSITY UTTAR PRADESH

AMITY BUSINESS SCHOOL

AMITY BUSINESS SCHOOL (bold & 14)

CERTIFICATE

I hereby certify that Chirag Maheshwari, A0102209051 student of Masters of Business

Administration Class of 2011 has completed Summer Internship on THE EFFICIENCY
AND SATISFACTION OF THE CUSTOMER SERVICE IN THE WATER
PURIFICATION DIVISION OF HINDUSTAN UNILEVER LIMITED
in HINDUSTAN UNILEVER LIMITED under my guidance.

(Chirag Maheshwari)

Smrita Sinha
(Sr. Lecturer)
Department
of Business Communication

[4]

Acknowledgement

A summer internship project is always the result of more than one mind meeting and bringing
about a successful product. This internship could not have been successful without the help of a
few people.
I am thankful to my faculty guide, Ms. Smrita Sinha, of Amity Business School, who showed
me the way I could make my summer training worthwhile.
I would like to express my gratitude to Hindustan Unilever Ltd. The company I did my summer
training in was a lively place to work in, full of life and energy. My industry guide, Mr. Tarun
Tyagi, the Territory Sales Officer of Noida SWZ at HUL, has been ever so cooperative and
patient with me. He encouraged me to do project on THE EFFICIENCY AND SATISFACTION OF
THE CUSTOMER SERVICE IN THE WATER PURIFICATION DIVISION OF HINDUSTAN
UNILEVER LIMITED on my own, instead of just lapping up the information provided by rote. My

training would not have been successful without the guidance of Mr. Dharmendra Rathor and Mr.
Kaleem.
Apart from these people, I would also thank my college for giving me an opportunity to work in
such surroundings and further my knowledge and experience in the field of Marketing and Sales.

Student Name & Signature: Chirag Maheshwari

Enroll. No: A0102209051
Program: MBA( M&S) 09

[5]

INTRODUCTION

[6]

Hindustan Unilever Limited (HUL) is India's largest fast moving consumer goods
company, touching the lives of two out of three Indians with over 20 distinct categories in
home & personal care products and food & beverages. They endow the company with a
scale of combined volumes of about 4 million tonnes and sales of over Rs. 13,000 crores.
HUL is also one of the country's largest exporters; it has been recognized as a Golden
Super Star Trading House by the Government of India.
HUL was formed in 1933 as Lever Brothers India Limited and came into being in 1956
as Hindustan Lever Limited through a merger of Lever Brothers, Hindustan Vanaspati
Mfg. Co. Ltd. and United Traders Ltd. It is headquartered in Mumbai, India and has
employee strength of over 15,000 employees and contributes for indirect employment of
over 52,000 people. The company was renamed in June 2007 to Hindustan Unilever
Limited.
In 2007, Hindustan Unilever was rated as the most respected company in India for the
past 25 years by Businessworld, one of Indias leading business magazines. The rating
was based on a compilation of the magazines annual survey of Indias Most Reputed
Companies over the past 25 years. HUL is the market leader in Indian consumer products
with presence in over 20 consumer categories such as soaps, tea, detergents and
shampoos amongst others with over 700 million Indian consumers using its products. It
has over 35 brands. Sixteen of HULs brands featured in the ACNielsen Brand Equity list
of 100 Most Trusted Brands Annual Survey (2008). According to Brand Equity, HUL has
the largest number of brands in the Most Trusted Brands List. Its a company that has
consistently had the largest number of brands in the Top 50 and in the Top 10 (with 4
brands).
Hindustan Unilever's distribution covers over 1 million retails outlets across India
directly and its products are available in over 6.3 million outlets in India, i.e., nearly 80%
of the retail outlets in India. It has 39 factories in the country. Two out of three Indians

[7]

use the companys products and HUL products have the largest consumer reach being
available in over 80 per cent of consumer homes across India.
The Anglo-Dutch company Unilever owns a majority stake (52%) in Hindustan Unilever
Limited. HUL was one of the eight Indian companies to be featured on the Forbes list of
Worlds Most Reputed companies in 2007.
BREIF HISTORY

On November 27th 1931, Unilever set up its first Indian subsidiary of Hindustan
Vanaspati Manufacturing Co.

Lever brothers India Ltd. Incorporated on October 17th 1933.

United Traders Limited incorporated on May 11th 1935.

In 1956, three companies merged to form Hindustan Lever Limited, with 10%
Indian equity participation.

July 19th 2007, changed the name to Hindustan Unilever Limited.

VISION

To meet consumer needs they will respect the concerns of their consumers & of

society.
To make injury free organization.

MISSION

To add vitality to life.

Bring safety on top of mind for employees & will integrate it with all business
processes & ensuring a safe & healthy work environment.

[8]

Products offered by HUL:

Knorr helps families make meal times special, nutritious, tasty and
healthy.

[9]

Created in 1885, the Vim brand is still innovating and using the
magic of natural ingredients to create unbeatable results over a
hundred years later.

Breeze, with the goodness of glycerine gives soft, fragrant and

smooth skin.

[10]

Dove stands for real beauty. All around the world, Dove is
making complete therapy for your hair.

INTRODUCTION TO PUREIT

Pureit is the worlds most advanced in-home water purifier. Pureit, a breakthrough
offering of Hindustan Unilever (HUL), provides complete protection from all waterborne diseases, unmatched convenience and affordability.
[11]

Pureits unique Germkill Battery technology kills all harmful viruses and bacteria and
removes parasites and pesticide impurities, giving you water that is "as safe as boiled
water". It assures your family 100% protection from all water-borne diseases like
jaundice, diarrhea, typhoid and cholera. Whats more, it doesnt need gas, electricity or
continuous tap water supply.
Pureit not only renders water micro-biologically safe, but also makes the water clear,
odourless and good-tasting. Pureit does not leave any residual chlorine in the output
water.
The output water from Pureit meets stringent criteria for microbiologically safe
drinking water, from one of the toughest regulatory agencies in the USA, EPA
(Environmental Protection Agency).
The performance of Pureit has also been tested by leading scientific and medical
institutions in India and abroad.
This patented technological breakthrough has been developed by HUL. This state-of
the-art engineering developed by a team of over 100 Indian and international experts
from HUL and Unilever Research Centres has made Pureit possible at the consumer price
of just Rs. 2000
Pureit runs with a unique Germkill Battery Kit that typically lasts for 1500 litres* of
water. The Germkill Battery Kitis priced at Rs.365. This means consumers will get 4
litres of water that is as safe as boiled water for just one rupee, which works out to an
extremely affordable 24 paise per litre.
Pureit in-home purification system uses a 4 stage purification process to deliver as safe
as boiled water without the use of electricity and pressurized tap water. Pureit purifies
the input drinking water in four stages, namely;
1. Micro-fiber MeshTM - Removes visible dirt

[12]

2. Compact Carbon TrapTM - removes remaining dirt, harmful parasites & pesticide
impurities
3. Germkill ProcessorTM uses 'programmed chlorine release chlorine technology' and
its stored germkill process targets and kills harmful virus and bacteria
4. PolisherTM removes residual chlorine and all disinfectant by-products, giving clear
odourless and great tasting water
5. Battery Life Indicator - Ensures total safety because when the germkill power is
exhausted, the indicator turns red, warning you to replace the battery
Advanced Auto-Switch off - In case, the battery is not changed when it turns fully red,
as an additional assurance of safety, the advanced Auto-Switch off will automatically
switch-off the flow of water.

Following awards for Pureit during the year reflect the high public recognition for the
same:

Golden Peacock product innovation award,

Innovation award in India from the United Kingdom Trade and Investment
organization, and

Water Digest award supported by UNESCO for the best domestic non electric
water purifier.

Pureit has been nationally extended with its footprint in 28 states. The business has
developed a unique customer acquisition system and strong capabilities in supply chain
and customer service. More than one million units of Pureit were sold during the period

[13]

of April 2008 to March 2009; sales turnover of the business was Rs. 190 crores for this
period. The business is in an investment phase, HUL is continued to commit resources in
this business, mainly to fund brand development and sales infrastructure. The potential
for the business is high given the critical need for clean water at low cost.

DISTRIBUTION CHANNEL OF PUREIT

HUL Factory

Depot (Alipore)

KSP

SWZ

DISTRIBUTION CHANNEL OF RETAIL

Factory
[14]

Depot

Super Stockist

Retailer (Rural)

Stockist

Retailers (Urban)

FEATURE COMPARISION
Compared with other available water purification methods, Pureit is by far the best
option, in terms of safety, convenience and affordability.
Key features

Pureit

Boiling
process

Removes harmful Virusesa

Removes harmful Bacteriaa

Need to boil
for
30-40
min

Removes
harmful
Parasites
(causes amoebiasis, diarrhoea, etc)a

[15]

Leading
Candle
UV inline filter
purifier

End-of-life indicator
Advanced Auto Switch-off

Great taste
Improves clarity
Removes odour

Doesn't need expensive gas

Doesn't need electricity
Doesn't need continuous tap water
Doesnt need plumbing
Doesn't
need
an
maintenance contract

expensive

Low initial cost

Low on-going cost

The above table shows that Pureits initial price of Rs. 2000 and the ongoing price of only
Re. 1 for 4 litres of water is the most competitive offer in the market. This is because
Pureit doesnt need expensive gas, doesnt need electricity, doesnt need maintenance and
saves on medical bills.

[16]

[17]

INTRODUCTION TO THE PROJECT

The follow up activity plays an important role for any company to maintain effective
customer relations. This can be done by handling complains promptly and pleasantly,
maintaining regular contacts with customers, keep serving the customer and showing
appreciation to the customers. These activities have taken HUL to the next level who is
already a Leader in FMCG market. 95 % of the respondents are satisfied after using
PUREIT and this is not a small number for the last entrant into the market.

The most important function of PUREIT is the Non-Electric, Non-Gas function which is
most economical of all the water purifiers and it is as pure as boiled water. My Project is
to Study the Efficiency and satisfaction of the customer service in the water
purification division of HUL and the territory assigned to me is Noida. This project is to
measure the satisfaction level of services offered to the customers. After sales service
plays a major role in the sales of the company, same is applicable with the Hindustan
Unilever limited. This is the first time when HUL is delivering service product in the
market so it is necessary to measure the satisfaction quotient among customers, as well as
the efficiency of the sales person in the terms of problem understanding and solving,
service assistance and proper checkup.

Noida is a type of market where there is a good market of water purifiers due to the two
reasons:
1) High-income Level People
2) Hard water in many sectors.

This was the right place to do the research because people are much aware with the
concepts and usage of Water purifiers.

[18]

During the target I was also given sales Targets and the promotion of the product was
done by KIOSK and I met people through cold calling.

[19]

RESEARCH METHODOLOGY & DATA

COLLECTION

[20]

Problem statement:
To study the efficiency and the level of satisfaction of the services offered by the
company to its valuable customers.
Research Objectives:

To find out the extent of satisfaction of the customers.

To analyze the efficiency of service from the procurement to after sales.
To analyze the areas of improvement.

Research Design:
A descriptive research design was adopted to do the survey with the help of the
questionnaire. The study used non probability convenience sampling. The methodology
of study is the questionnaire method survey and observation method survey. The study is
completely based on the primary and secondary data.
Questionnaire:
The research was conducted for about 5 minutes with each person and
collected the data. The tool for the collection of data is a questionnaire.
The questionnaire comprises 11 questions.
Sampling plan:
The study area is Noida. The data collected is based on primary research using a
questionnaire which has been collected from various sectors of Noida and the sample size
taken for the study is 100 people.

Data analysis technique:

The data processing consists of coding the data collected in the form of questionnaire.
The data collected with the help of questionnaire is having the closed replies. For the one

[21]

open ended reply was taken and for the close ended the replies are measured using likert
scale, nominal scale and semantic differential scales.
The analysis has been done using the SPSS software to analyze the data on the basis of

Chi-square test
T- test ( one sample )
Correlation

Hypothesis:
Respective hypothesis of each test is designed on the basis of the research objectives.

[22]

DATA ANALYSIS
AND
INTERPRETATION

[23]

DESCRIPTIVE ANALYSIS

INTERPRETATION
:
1) Electronic media is playing a vital role in the sales of Pureit. Advertisements are
influencing people to buy Pureit for their happy family. 41% customers are the
proof of advertisement selling which also indicates that the positioning of Pureit
in customers mind is in progress. Customers are able to recall the advertisements.
2) As todays generation is more aware and conscious about their health, the sales of
Pureit through self awareness factor is 37% which shows the changing generation
will no longer survive on others instructions.
3) Businesses are running on trust. The reference selling contributes 21% of sales.
The word of mouth publicity is also in major role which depicts that the
performance of the product is better.
4) Indian customers are the follower of tradition but tradition no more exists in
health sector. Only 1% customer buys Pureit due to trend.
5) Cost factor does not exist at all when we talk about health, especially in the case
of Pureit.
6) Sales force at Pureit is able to generate leads through these references.

[24]

INTERPRETATION:
1) Pureit becomes the heritage brand in water purification division which is shown in
the last bar in the graph. 47 customers are using Pureit from more then two years
and keeping their family germs free.
2) The 1 crore challenge works! 18 customers are using Pureit from more then six
months but less then twelve months.
3) As the advertisements frequency increases on television the customer frequency
increases and successfully turned in to our happy customers family. 13 customers
are using Pureit from less than six months.

[25]

INTERPRETATION:
1) The efforts made by Pureit team are here. 95% of the customers are satisfied, they
do not have any type of complains with the performance of the product.
2) But we are still lacking in our target. 5% of the customers are unsatisfied with the
product performance and the problem is scaling in the product. The product is not
able to remove the hardness which results in the precipitation of the unwanted
hardness.
3) Pureit is not made for hard water and company strictly says to not install the
Pureit in hard water areas. But to achieve the target we are disobeying the norms
which affect the Image of the company which associates with the emotions of the
customers.
4) Indian customers take decisions emotionally. So to keep the trust and image of the
company alive in the mind of the customers we should take care of emotions of
the customers and should have to provide the right solution to the needy one.

[26]

INTERPRETATION:
1) Services which are promised by HUL are delivering the best. 55 customers are
satisfied and 18 customers are totally satisfied with the service offered to them.
This is the great achievement for after sales service team.
2) 19 customers are neutral with the services. It means they are on the edge of
satisfied customers category; they only want a little more attention.
3) But the more attention has to be paid on totally unsatisfied (5) and unsatisfied (3)
customers.
We have to find out the loop holes in our services whether it is a negligence of
technician or we do not have solution for our unsatisfied customers.
4) After sales service is the back bone of the any company. To retain our customers
and to make new ones the after sales service is the only tool which helps to
maintain the relationship and to make the business successful.

[27]

INTERPRETATION:
1) We are achieving what we targetedthe deadline to responding the customers
problems are 48 hours and 90% of the customers are gaining the door-to-door
service.
2) The main focus should be on 10% customers who are lacking with our door-todoor service within prescribed time limits which is again making a wrong
impression on customers and proving false our promises.
3) To run any business we have to make promises and have to build trust. Once we
have made a commitment at any cost we should fulfill it.

[28]

INTERPRETATION:
1) 55 customers need to call service agents after three months to less then six months
which shows that they call mostly for battery kit change. This time period would
be ideal for battery kit change for a average sized family.
2) Within one month caller are those who do not understand the proper usage and
those who have hard water supply at their home.

[29]

INTERPRETATION:
1) Portability is the unique feature of Pureit. Majority of the customers ranked it
above average. It shows that the customers are happy with this innovation of
Pureit.

[30]

INTERPRETATION:
1) Again design makes good impression on customer. They ranked above average to
its eye-catcher, handy and good looking design.
2) Still we need to improve the below average customers problems by giving some
modifications.

[31]

INTERPRETATION:
1) Colors of Pureit are best in combination which is shown by customer ranking.
56 customers have ranked it highest. They choose the color according to their
choice and they are satisfied with it.
2) Below average category customers wants more color selection in the product.
This will lead to more choice given to customers.

[32]

INTERPRETATION:
1) Pureit is approved by many world certified agencies which assures customers for
its quality. And this is also proven by customer feedback. 40 customers ranked
durability feature above average and 29 ranked highest.
2) Instead of many certifications, the users ranked durability in below average
segment which is a question mark on Pureit quality and standards.

[33]

IN
TERPRETATION:
1) The most economical product in the water purification division ever.
79 customers ranked price feature highest which is UNBEATEN.

[34]

INTERPRETATION:
1) 1 crore challenge is unchallenged yet. Water is 100% pure AS SAFE AS
BOILED WATER.

[35]

INTERPRETATION:
1) Service agents are not well trained. Customers ranked their efficiency least (2)
and below average (3) which is the most important part to focus.
2) The improper training leads to major loss in terms of losing customers and loss in
market share due to unsolved problems of customers.

[36]

INTERPRETATION:
1) 3 customers do not want to refer Pureit to others. This unsatisfaction level is a
worrisome factor then 97 satisfied customers. Negative word-of-mouth publicity
makes all the efforts worthless instead of huge satisfaction among customers.

[37]

CHI-SQUARE TEST
Chi-square test is applied between these questions:

Are you satisfied with the performance of the product? And Are you getting the
response of complaints within 48 hours time limit?

HYPOTHESIS:
Ho1 : The customers are not satisfied with the product performance and not getting
response in the given time limits.
Ha1 : The customers are highly satisfied with the product performance and getting the
response within time limits.
Crosstabs
Case Processing Summary
Cases
Valid
N
Are you satisfied with 100

Percent

Missing
N

100.0%

the performance of the

product?

* Are you

getting the response of

complaints

within

48

hours time limits?

[38]

Percent

Total
N

Percent

.0%

100

100.0%

Are you satisfied with the performance of the product? * Are you
getting the response of complaints within 48 hours time limits?
Cross tabulation
Count
Are you getting the response
of

complaints

within

48

hours time limits?

Yes

No

Total

Are you satisfied with Yes

88

95

the performance of the No

product?
Total

90

10

100

Chi-Square Tests
Asymp.
Pearson Chi-Square
Continuity Correctionb
Likelihood Ratio
Fisher's Exact Test
Linear-by-Linear
Association
N of Valid Cases

Value

Df

(2-sided)

14.620a
9.357
8.304

1
1
1

.000
.002
.004

14.474

Sig. Exact Sig. (2- Exact Sig. (1sided)

sided)

.007

.007

.000

100

a. 2 cells (50.0%) have expected count less than 5. The minimum expected count is .50.
b. Computed only for a 2x2 table

[39]

INTERPRETATION:
On the basis of Chi-square test the customers are highly satisfied with the performance of
the product as bar graph shows the satisfaction level is 88%.

[40]

T-TEST
One sample T test is applied in the below question:

Rate the following features (scale 1- lowest, 5 highest)

a) Portability
1--------------2-------------3-------------4------------5
b) Design
1--------------2-------------3-------------4------------5
c) Colors
1--------------2-------------3-------------4------------5
d) Durability
1--------------2-------------3-------------4------------5
e) Price
1--------------2-------------3-------------4------------5

HYPOTHESIS:
Ho2 : The features of the product are not so attractive and unique.
Ha2 : The customers are satisfied with the given features which are attractive and
unique.

One-Sample Statistics
Std.

Std. Error

Mean

Deviation

Mean

100
100
100
100
100

4.09
4.03
4.38
3.96
4.73

.767
.784
.801
.816
.566

.077
.078
.080
.082
.057

Rate the following

features -- Portability
Design
Color
Durability
Price

[41]

One-Sample Test
Test Value = 3
95% Confidence Interval of
the Difference
Sig. (2-

Mean

Df

tailed)

Difference

Lower

Upper

14.217
13.131
17.223
11.772
30.568

99
99
99
99
99

.000
.000
.000
.000
.000

1.090
1.030
1.380
.960
1.730

.94
.87
1.22
.80
1.62

1.24
1.19
1.54
1.12
1.84

Rate the following

features -- Portability
Design
Color
Durability
Price

INTERPRETATION:
On the basis of one sample T-test it is proven that the mean value of all the features of the
product is more than the test value which is taken 3.

CORRELATION
The correlation is applied between these two questions:

[42]

What is the satisfaction level with the services offered? And How efficiently
service agents are handling complains?

HYPOTHESIS:
Ho3 : The services offered by the company and the efficiency level of the service
agents are not satisfactory.
Ha3 : The customers are highly satisfied with the services offered and the ability of

sales agents to handle the problem.

Descriptive Statistics
Mean
What is the satisfaction level 3.78

Std. Deviation

.949

100

.892

100

with the services offered?

How efficiently service agents 3.85
are handling complains?

Correlations
What is the

How efficiently

satisfaction level service agents

with the services are handling

What is the satisfaction level Pearson Correlation

with the services offered?

complains?

.390**

Sig. (2-tailed)

.000

N
How efficiently service agents Pearson Correlation
are handling complains?

offered?

100

100

.390**

Sig. (2-tailed)

.000

100

**. Correlation is significant at the 0.01 level (2-tailed).

INTERPRETATION:

[43]

100

On the basis of correlation it found that the satisfaction level and the efficiency are purely
correlated to each other. The customers are satisfied with the services and the efficiency
of the sales team which is shown from the above tables.

[44]

PROBLEMS

[45]

Impact on business

Problems

Can not be used in areas where water

hardness is more because of limited
technology.

Loosing large volumes of sales in such

areas.

Free services are not given to the

customers properly.

Creating unsatisfaction among customers,

will loose customer base and loyalty
which can lead to negative word-of-mouth
publicity.

Customer care is not responsive to the

consumer calls and queries.

High level of unsatisfaction which again

leads to loosing customer trust.

[46]

SUGGESTIONS

[47]

For the company1) Company should introduce the hardness removing technology in the existing
product range which will give drastic increase in sales.
2) The problems should resolve in one time call by opening customer care 24X7.
The problem should register at any time and should be solved by next day.
3) Free services should provide time to time which increase the life of the product.
4) Proper customer feedback should be taken for the technicians who will provide
after sales service which will update customer satisfaction and performance of the
technicians.
5) The 48 hours time limit should be decreased to 6 hours time limit which will
reflects the faster after sales service.
6) Attend to the complaints as soon as it arrives to avoid customer dissatisfaction.
7) Company can make Pureit available in various other colors as well due to
different preferences of customers.
8) Customers often complain about the hardness of water which the company should
aim at reducing by introducing some hardness removal technology.
9) Company should manage their customer care number in such a way that
complains are not ignored and the details are registered at once without causing
customers trouble due to repeated detail queries.
10) Proper training to the sales persons for improving their communication skills and
interpersonal skills.
11) Sales person should not misguide the customers and should communicate in
proper way of using the product.

REFERENCES

http://en.wikipedia.org/wiki/customer service
http://www.hul.co.in/aboutus/introductiontohul/

[48]

http://www.hul.co.in/aboutus/ourvision/
http://www.hul.co.in/aboutus/ourhistory/
http://www.hul.co.in/brands/foodbrands/
http://www.hul.co.in/brands/homecarebrands/
http://www.hul.co.in/brands/personalcarebrands/
http://www.hul.co.in/brands/Water/
http://www.pureitwater.com/
http://www.hul.co.in/Images/AnnualReport0910_tcm114-225889.pdf

ANNEXURE
QUESTIONNAIRE

[49]

Q.1 Which of the following factors motivate you to buy Pureit?

a) Self awareness
b) Trend
c) References
d) Cost
e) Advertisement

Q.2 Since when are you using Pureit?

a) 0 - 6 months
b) 6 - 12 months
c) 12 - 18 months
d) 18 - 24 months
e) 24 - 36 months

Q.3 Are you satisfied with the performance of the product?

a) Yes
b) No
If not? Then why
________________________________________________________________________
___________________________________________________________________

Q.4) What is the satisfaction level with the services offered? (1-unsatisfied, 5-satisfied)
1--------------2-------------3-------------4------------5

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Q.5) Are you getting the response of complaints within 48 hours time limit?
a) Yes
b) No

Q.6) How often you need to call the service agent?

a) Within one month
b) One to three months
c) Three to six months
d) More then six months

Q.7) Rate the following features (scale 1- lowest, 5 highest)

a) Portability

1--------------2-------------3-------------4------------5

b) Design

1--------------2-------------3-------------4------------5

c) Colors

1--------------2-------------3-------------4------------5

d) Durability

1--------------2-------------3-------------4------------5

e) Price

1--------------2-------------3-------------4------------5

Q.8 Do you ever face water related problem inspite of using Pureit?
a) Yes
b) No

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Q.9 How efficiently service agents are handling complains? (1- least, 5- highest)
1--------------2-------------3-------------4------------5

Q.10 Would you like to refer Pureit to others?

a) Yes
b) No

Q.11 Any suggestions for company to improvise the service network

________________________________________________________________________
________________________________________________________________________
_______________________________

Name :

______________________

Occupation : ______________________
Contact no. : ______________________
Date :

______________________
(CHIRAG MAHESHWARI)

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